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The 2nd International Workshop
of IELP Meeting
10th-11th December 2015
Graduate School of Environmental Studies
Tohoku University, Sendai, Japan
Transformation From Lean Service
to Green Service
MOHD SYAIFUL RIZAL and B.C.Chew
Faculty of Technology Management & Technopreneurship (FPTT),
UTeM, Malaysia
The 2nd IELP SPECIAL SEMINAR 2015, TOHUKU UNIVERSITY.
Outline of Talk
Service
Management
Framework
Service
Management
Lean Service
as Service
Strategy
What is SDG?
Why Green
Service?
Potential
Contributions
from
Academics
1 – Service Management Overview
• Definition: service
• A means of delivering value to customers by
facilitating outcomes customers want to
achieve without the ownership of specific
costs and risks.
• Definition: service management
• A set of specialized organizational capabilities
for providing value to customers in the form of
services.
Source: ITIL, 2012
Service management
Corporation
(2010)
Set capability of
organizations for
providing value
to customers in
form of services
Cannon &
Wheeldon (2007)
Set of specialized
organizational
capabilities for
providing value to
customers in the
form of services.
Gronroos
(1990)
Understanding the utility or
value customers receive by
consuming or using the
offering of the organization and
how services alone or together
with physical goods or other
kinds of tangibles contribute to
this utility that is, to understand
how total quality is perceived
in customer relationships and
how it changes over time
Service Management Cont’d
Source: ITIL, 2012
Source: ITIL, 2012
Service organizations: challenged by fierce global
competition, new technology and changing customer
demands.
EVOLUTION OF BUSINESS TRENDS
Bititci et al. (2008) suggest hat there are four eras describing the
evolution of business trends from the industrial revolution to the
present. These eras are:
(1) Just-in-Case Era
During this period most of the wealth was produced by manufacturing
companies, which were producing a limited range of products and
primarily focused on efficiency. The companies made stock, just in case
it was needed. The social and business changes were slow, incremental
and predictable and thus companies could plan for the future.
(2) Lean Era
This was a period of consolidation and rationalization by focusing on
strategic priorities and removal of anything that did not add value
towards the achievement of the strategic objectives. The
responsibility of managers was shifted to delivering these objectives, so
the managerial work itself was becoming more complex. During this
period, more flexible and more cost effective systems developed. The
production processes became more complex, as everything was
tight and lean.
EVOLUTION OF BUSINESS TRENDS
(3) Agile Era
During this period, organizations continued to focus on value- adding
activities and started to minimize the distraction of other peripheral
activities. These encompass competencies and capabilities, which took the
lean principles to another level by organizations focusing on their core
competencies and outsourcing their non-core activities.
(4) Networking Era
This period can be seen as the focus shifting from competition to
collaboration, where a new type of work emerges that is different from
both the manual-work and knowledge-work. The organizing principle is
fast moving towards netocracy, with flexible, flat and ever emerging
trans-organisational networks where small organizations, and even
individuals, are forming and reforming global collaborative networks to
deliver innovative value propositions to global markets and customers.
SUSTAINABILITY AS AN ALTERNATIVE
DEVELOPMENT MODEL
2 – The Age of Sustainable Development
The Focus has changed from:
‘Lean’  ‘Green’ Approach
Sustainability Development
The THREE KEY PILLAR:
Towards the Global Goals for Sustainable
Development
Source: United Nation, 2015 released on 25 September
Source: Adapted from United Nation, 2015
From Lean to Green
Action
Mission
Vision
Needs improvement to achieve socio-environmental sustainability
especially in services - intangible assets.
Changing in attitude of customers, employees, suppliers and stakeholders
is needed to create a total green service.
What is
Lean?
Systematic techniques to identify and
eliminate all waste in processes
underlying on one-piece flow
(Powell, 2013)
What is
Green?
Product or service that is both
environmentally and socially
Responsible (Kreidler, N.B. and
Mathews. S.J, 2009)
Why need to
transform?
World is getting hotter by reason of
the disastrous environmental
pollution arisen from the activities of
industrial manufacturing (Chen, 2011)
Why Green Service?
What is sustainable development?
The Brundtland/World Commission of Environment and
Development (WCED) definition
 “… development that meets the needs of the present without
compromising the ability of future generations to meet their
own needs”
The sustainability model is a challenge to conventional forms
of development
 seeks to reconcile the ecological, social and economic
dimensions of development, now and into the future
 acknowledges biophysical limits to growth and prizes the
preservation of ecosystem services
 agenda of social justice within and across current and future
generations
17
Goal 1. End poverty in all its forms everywhere
Goal 2. End hunger, achieve food security and improved
nutrition, and promote sustainable agriculture
Goal 3. Ensure healthy lives and promote well-being for all at
all ages
Goal 4. Ensure inclusive and equitable quality education and
promote life-long learning opportunities for all
Goal 5. Achieve gender equality and empower all women and
girls
Goal 6. Ensure availability and sustainable management of water and
sanitation for all
Goal 7. Ensure access to affordable, reliable, sustainable, and
modern energy for all
Goal 8. Promote sustained, inclusive and sustainable economic
growth, full and productive employment and decent work for all
Goal 9. Build resilient infrastructure, promote inclusive and sustainable
industrialization and foster innovation
Goal 10. Reduce inequality within and among countries
Goal 11. Make cities and human settlements inclusive, safe, resilient
and sustainable
Goal 12. Ensure sustainable consumption and production patterns
Goal 13. Take urgent action to combat climate change and its impacts
Goal 14. Conserve and sustainably use the oceans, seas and marine
resources for sustainable development
Goal 15. Protect, restore and promote sustainable use of terrestrial
ecosystems, sustainably manage forests, combat desertification, and
halt and reverse land degradation and halt biodiversity loss
Goal 16. Promote peaceful and inclusive societies for sustainable
development, provide access to justice for all and build effective,
accountable and inclusive institutions at all levels
Goal 17. Strengthen the means of implementation and revitalize the global partnership for sustainable development
17 Sustainable Development Goals – Forward Looking
SOME THOUGHTS FOR THE FUTURE
THE CASE OF GREEN HOTEL IN MALAYSIA
MARKETING
FOOD & BEVERAGE
HOUSEKEEPING
FRONT OFFICE
MAINTENANCE
MAINTENANCE
PURCHASING
OTHER PROJECTS DEVELOPMENTS & INISIATIVES
THE ENGAGEMENTS
HOTEL ENGAGEMENTS
ORGANICS AND SUSTAINABLE FARMING
ADOPT-A-FARMER
WASTE ITEMS INTO RECYCLED CREATIONS
WASTE ITEMS INTO RECYCLED CREATIONS
WASTE ITEMS INTO RECYCLED CREATIONS FOR FESTIVE SEASONDS
WASTE ITEMS INTO RECYCLED CREATIONS FOR FESTIVE SEASONDS
Thank you
Syaiful Rizal Abdul Hamid
Email: syaiful@utem.edu.my
My Primary Research Interests
a) Quality Technology Management
b) Sustainability Development
c) Service Management
Boon Cheong Chew
Email: bcchew@utem.edu.my
linkedIN: http://my.linkedin.com/in/bcchew
My Primary Research Interests
(a) Renewable Energy Development & Deployment
(b) Clean Technologies Innovation & Implementation
(c) Green & Sustainability Practices
(d) Human Technology Innovation & Introduction
• Please google BCChew to follow my work

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Transformation from Lean to Green Service

  • 1. The 2nd International Workshop of IELP Meeting 10th-11th December 2015 Graduate School of Environmental Studies Tohoku University, Sendai, Japan
  • 2. Transformation From Lean Service to Green Service MOHD SYAIFUL RIZAL and B.C.Chew Faculty of Technology Management & Technopreneurship (FPTT), UTeM, Malaysia The 2nd IELP SPECIAL SEMINAR 2015, TOHUKU UNIVERSITY.
  • 3. Outline of Talk Service Management Framework Service Management Lean Service as Service Strategy What is SDG? Why Green Service? Potential Contributions from Academics
  • 4. 1 – Service Management Overview • Definition: service • A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. • Definition: service management • A set of specialized organizational capabilities for providing value to customers in the form of services. Source: ITIL, 2012
  • 5. Service management Corporation (2010) Set capability of organizations for providing value to customers in form of services Cannon & Wheeldon (2007) Set of specialized organizational capabilities for providing value to customers in the form of services. Gronroos (1990) Understanding the utility or value customers receive by consuming or using the offering of the organization and how services alone or together with physical goods or other kinds of tangibles contribute to this utility that is, to understand how total quality is perceived in customer relationships and how it changes over time
  • 8. Service organizations: challenged by fierce global competition, new technology and changing customer demands.
  • 9. EVOLUTION OF BUSINESS TRENDS Bititci et al. (2008) suggest hat there are four eras describing the evolution of business trends from the industrial revolution to the present. These eras are: (1) Just-in-Case Era During this period most of the wealth was produced by manufacturing companies, which were producing a limited range of products and primarily focused on efficiency. The companies made stock, just in case it was needed. The social and business changes were slow, incremental and predictable and thus companies could plan for the future. (2) Lean Era This was a period of consolidation and rationalization by focusing on strategic priorities and removal of anything that did not add value towards the achievement of the strategic objectives. The responsibility of managers was shifted to delivering these objectives, so the managerial work itself was becoming more complex. During this period, more flexible and more cost effective systems developed. The production processes became more complex, as everything was tight and lean.
  • 10. EVOLUTION OF BUSINESS TRENDS (3) Agile Era During this period, organizations continued to focus on value- adding activities and started to minimize the distraction of other peripheral activities. These encompass competencies and capabilities, which took the lean principles to another level by organizations focusing on their core competencies and outsourcing their non-core activities. (4) Networking Era This period can be seen as the focus shifting from competition to collaboration, where a new type of work emerges that is different from both the manual-work and knowledge-work. The organizing principle is fast moving towards netocracy, with flexible, flat and ever emerging trans-organisational networks where small organizations, and even individuals, are forming and reforming global collaborative networks to deliver innovative value propositions to global markets and customers.
  • 11. SUSTAINABILITY AS AN ALTERNATIVE DEVELOPMENT MODEL 2 – The Age of Sustainable Development
  • 12. The Focus has changed from: ‘Lean’  ‘Green’ Approach Sustainability Development The THREE KEY PILLAR:
  • 13. Towards the Global Goals for Sustainable Development Source: United Nation, 2015 released on 25 September
  • 14. Source: Adapted from United Nation, 2015
  • 15. From Lean to Green Action Mission Vision Needs improvement to achieve socio-environmental sustainability especially in services - intangible assets. Changing in attitude of customers, employees, suppliers and stakeholders is needed to create a total green service. What is Lean? Systematic techniques to identify and eliminate all waste in processes underlying on one-piece flow (Powell, 2013) What is Green? Product or service that is both environmentally and socially Responsible (Kreidler, N.B. and Mathews. S.J, 2009) Why need to transform? World is getting hotter by reason of the disastrous environmental pollution arisen from the activities of industrial manufacturing (Chen, 2011) Why Green Service?
  • 16. What is sustainable development? The Brundtland/World Commission of Environment and Development (WCED) definition  “… development that meets the needs of the present without compromising the ability of future generations to meet their own needs” The sustainability model is a challenge to conventional forms of development  seeks to reconcile the ecological, social and economic dimensions of development, now and into the future  acknowledges biophysical limits to growth and prizes the preservation of ecosystem services  agenda of social justice within and across current and future generations
  • 17. 17 Goal 1. End poverty in all its forms everywhere Goal 2. End hunger, achieve food security and improved nutrition, and promote sustainable agriculture Goal 3. Ensure healthy lives and promote well-being for all at all ages Goal 4. Ensure inclusive and equitable quality education and promote life-long learning opportunities for all Goal 5. Achieve gender equality and empower all women and girls Goal 6. Ensure availability and sustainable management of water and sanitation for all Goal 7. Ensure access to affordable, reliable, sustainable, and modern energy for all Goal 8. Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all Goal 9. Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation Goal 10. Reduce inequality within and among countries Goal 11. Make cities and human settlements inclusive, safe, resilient and sustainable Goal 12. Ensure sustainable consumption and production patterns Goal 13. Take urgent action to combat climate change and its impacts Goal 14. Conserve and sustainably use the oceans, seas and marine resources for sustainable development Goal 15. Protect, restore and promote sustainable use of terrestrial ecosystems, sustainably manage forests, combat desertification, and halt and reverse land degradation and halt biodiversity loss Goal 16. Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable and inclusive institutions at all levels Goal 17. Strengthen the means of implementation and revitalize the global partnership for sustainable development 17 Sustainable Development Goals – Forward Looking SOME THOUGHTS FOR THE FUTURE
  • 18. THE CASE OF GREEN HOTEL IN MALAYSIA
  • 20.
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  • 31.
  • 35. WASTE ITEMS INTO RECYCLED CREATIONS
  • 36. WASTE ITEMS INTO RECYCLED CREATIONS
  • 37. WASTE ITEMS INTO RECYCLED CREATIONS FOR FESTIVE SEASONDS
  • 38. WASTE ITEMS INTO RECYCLED CREATIONS FOR FESTIVE SEASONDS
  • 39. Thank you Syaiful Rizal Abdul Hamid Email: syaiful@utem.edu.my My Primary Research Interests a) Quality Technology Management b) Sustainability Development c) Service Management Boon Cheong Chew Email: bcchew@utem.edu.my linkedIN: http://my.linkedin.com/in/bcchew My Primary Research Interests (a) Renewable Energy Development & Deployment (b) Clean Technologies Innovation & Implementation (c) Green & Sustainability Practices (d) Human Technology Innovation & Introduction • Please google BCChew to follow my work